VILLAGE FIREPLACE & STOVE

Description of Work: They arrived on time with short notice and cleaned and inspected my fireplace. I would use them again.

Description of Work: Before I share my experience I want to make it clear Village never actually came to our home. Called these people approximately the 18th of November to arrange a service call. In spite of the person saying they would get back to me within two weeks to schedule an appointment as I was a bit outside of their general service area, I never heard from them. Just called back again to inquire regarding the situation and I was rudely informed they had been way too busy to get back to me and it would be at least the New Year before they would be able to come to our home to repair the system. I hung up and called Black Hat Chimney and they will be out next week. Have read previous customer comments saying Village was great at selling but terrible at follow-up customer service. Seems obvious to me who you should call should you need either sales or service.

Description of Work: The install of fireplace and chimney upgrade took some time and some delays. But the issue is the owner, Ray, in my opinion, being neither honest nor the least bit interested in treating people well. I should have been suspicious early on when the actual shown fireplace unit on display was actually $4000 not the $2700 on the sign in the store. Seems the price shown in the store didn't include the front facia. When I pointed out that this was misleading, he said "well you can't write EVERYTHING down!" Poor answer. We also had Ray's subcontractor install a fabricated chimney. This was done and completed. On two occasions the contractor in answer to my question said "its complete, ready to use, only missing a cosmetic exterior." Which we installed a few months later Turns out the flashing he installed was improperly placed, and water leaked for many months down the side of the chimney into my spare bedroom's closet. Damage to wall and ceiling. Nothing huge, but it needed fixing. For a 6 month period the owner, Ray simply refused to answer my phone calls. I'd go in and he'd say "Oh, I'll get back right back, I've been so busy." He NEVER got back, never gets back. | |When I finally marched in angry and asked why he wouldn't call me back, he questioned his fault, AND his obligation to call a customer back if he has "too many other phone calls to make." I've never heard such a lame excuse in my life. He blamed me, said it was built to be "temporary," he's not responsible. That's a flat out lie, neither he nor the contractor EVER used the word temporary and in fact the contractor EXPLICITLY stated it was good to go and the only thing missing was cosmetic, not structural. Another contractor went on the roof, found the poorly placed flashing, fixed it and it never leaked again. Ray would have none of it, not his worry, even though the damage was and is plainly next to the chimney and went away when the poorly placed flashing was re-installed. Its not his fault or responsibility. | |The other contractor repaired the wall and ceiling, nothing major, a little under $500. The bill and complete explanation went to Ray a week ago, so far no word from Ray nor do I expect to hear from him. | |

Description of Work: Ray the owner was very helpful with all our questions but he tried to get us to OK the installation on the roof. We declined because of the numerous holes to be placed into our new roof. He said they would install it where we wanted which was under the soffit because of the obvious reasons, who wants to have 8-10 holes through the roof holding up a heavy awning for years without a guarantee of no leaks into our home. When the installers came we were treated to the poorest of treatments because of where we wanted it. I was asked a question by one of the men as to where on the soffit I wanted it to be placed, I said I didn't know " where do you suggest was my question"? his reply was a very cold answer" it belongs on the roof" , I again said I want it on the soffit and he stormed away. The rest of the day I was treated badly and they installed the boards onto the rafters under the soffit and left . They returned about four days later to finish because they had not ordered the correct braces for a rafter mount. Same cold treatment when they returned but this time they forgot the remote control to open the awning after installation causing them to drive back to the store to get one. Because of the width and weight the awning hangs lower than we expected so we are having to order supports to stabilize the thing when it's in the open position. That was more a week ago and still no calls as to when they will be delivered. I can't help wondering why they can't call if there's a time issue, phone calls are very infrequent to say the least. I still have to ordeal another visit for the supports which I'm sure will be as unpleasant as the others. As I recall the customer should be treated with respect and courtesy since we are the ones to tell others about our experiences. These men have the worst attitudes that we have ever experienced and will never recommend this company until these men are gone.

Description of Work: I had a retractable awning installed on my patio.

Description of Work: We had a gas fireplace insert installed in a fireplace that was originally wood burning and later fitted with gas logs. The Village Fireplace owner was very knowledgeable about our fireplace and even who had made the original metal chimney box on the roof. We were interested in lowering the height of the metal chimney box prior to installing a new roof and he was familiar with all of the codes for that. So they basically cut down the metal chimney outside, then removed the old gas logs inside and installed the Heat&Glo gas fireplace insert. We chose the FireBrick (ceramic) technology that does not require a blower. There was one caveat - we were slightly disappointed that we had to use our old chimney cap. When the owner gave the estimate he led us to believe that we would be getting a new chimney cap and showed us what it would look like in the store. But when the installers came out they were not able to do that because of the size. Perhaps it was one of those things that you don't know until you get it off. But the installers did use a wire brush and cleaned off the old cap for us.

Description of Work: Village Fireplace & Stove installed a gas fireplace.